Operations Team Lead

• About the role
• The Operations Team Leader - Bilingual is responsible for directing, monitoring, and developing the team of Operations CSRs under his/her charge, providing the necessary tools for your team to perform its tasks in order to ensure ongoing compliance metrics assigned to the account.
• Required Profile:
• Must be on Team Leader role for more than 2 years with International BPO
• Open to work in rotational shifts and week offs
• Customer Support experience preferable
• Knowledge of NPS desired
• English Proficiency - B2 or above
• Responsibilities:
• Monitoring a Real time queues
• KPI management
• Coaching, mentoring and upskilling the team members
• Ensure healthy Service Levels;
• Continuous monitoring and evaluation of the performance of the assigned team;
• Constantly monitoring the metrics/deliverables assigned to the team;
• Monitoring the quality standards required by the account using motivational techniques to stimulate the team;
• Implementation of governance mechanisms via quartile management and performance management.
• Taking Supervisory calls if needed

The scope of support is voice and non voice both.

• Skills:
• Strong leadership skills
• Develop team's talent
• Teamwork oriented
• High sense of urgency
• Excellent social skills
• Stakeholder Management
• Able to deliver results working under pressure
• Strong Multitasking skills
• Knowledge:
• Advanced Excel/Google sheets - Desired
• Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)
• Preparation and presentation of advanced graphics
• PivotTables
• Search the data value by: VLOOKUP.
• Advanced Filters
• Oral and written comprehension
• Basic Knowledge of Operational Procedures
• Customer Service - Advanced
• Quality Processes - Advanced
• Motivation Theory - Advanced
• Studies & Experience:
• Graduate in any field

Regards

Trapti Singh

9911397154